Call Center Supervisor

CRST The Transportation Solution, Inc. is delivering promises and driving success so we can all have what we need to live and thrive. We need talented individuals to help us bring this vision to life.

CRST’s Home Solutions - Installs division provides delivery and installation of products that require skilled labor or trade-licensed technicians. From delivery to installation and assembly, demand for these services has grown significantly. Home Solutions is proud to work with retail and client partners to provide convenient solutions for consumers.

Job Summary: Responsible for responding to and/or managing inquiries, complaints, and feedback from customer accounts. This may include providing support through various channels, such as in person, phone, email, or social media. They must be able to communicate effectively, understand the customer's needs, and provide solutions or information promptly. Additionally, they may need to collect and record customer data and maintain accurate records of customer interactions. The role requires problem-solving skills, patience, empathy, and the ability to work under pressure. The focus is on building and maintaining positive relationships with customers and providing quality service that meets or exceeds their expectations.

Location: On-site in Amherst, NY

Compensation: $25.67 - $41.06/hr is the full pay range (Pay Bi-Weekly) Typically selected candidates will be brought up to $26/hr. *A final amount is dependent on factors including prior relevant experience, knowledge, and location.

Essential Duties And Responsibilities

• Coaching and developing team members
• Handles escalation calls from customers or clients
• Monitor calls and respond to emails for maximum efficiency
• Provide measurable objectives to team members and structure area to maximize efficiency
• Put the customer first and make financial decisions quickly to benefit the company and resolve problems
• Provides day to day supervision for hourly employees
• Writes performance appraisals and has ability to recommend hiring and termination – however manager conducts termination proceedings and gives final approval on appraisals
• Ensures quality and productivity goals are met
• Manages and communicates the daily and long-term objectives that apply to the department
• Manages employees timecards to ensure accuracy
• Conduct one on ones with employees
  
  

Requirements

• High school diploma or GED
• Associates degree or relevant experience, preferred
  
  

Ideal Experience And Skill Set

• Excellent Verbal and Written Communication
• Complex Problem Solving and Critical Thinking
• Good Time Management
• Active Listening
• Monitoring and Instructing
• Judgement and Decision Making
  
  

Work locations of each position will be determined during the hiring process. Each work location will depend on business needs and the essential functions of the position.

The CRST Core Values: Safety at the Core of All We Do – Integrity in Every Decision and Action – Commitment to the Success of Employees, Customers, Agents, Contractors, and Communities.

EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.